Who We Are: Bandwidth delivers world-class messaging, voice, and emergency service connectivity for the world's biggest brands. We are the APIs and global network behind the platforms that the Global 2000's use to power their internal communications, contact center platforms, apps, and software. We transform interactions for top-tier orgs—and we do it on a global scale. We're the only ones who marry the power of our global network with the control and agility offered by our enterprise-grade APIs. Unmatched reliability meets unparalleled control. That's the Bandwidth way.
At Bandwidth, your music matters when you are part of the BAND. We celebrate differences and encourage BANDmates to be their authentic selves. #jointheband
What We Are Looking For: Bandwidth's Billing Operations Team is responsible for ensuring Bandwidth customers receive accurate and timely invoices and provide timely payment. The Global Billing Analyst would be responsible for performing overall customer billing support while building account knowledge and relationships with our customers. The successful candidate inspires other team members, provides excellent global customer service, manages complex functions, thinks creatively, and solves problems in a fast-paced environment.
What You'll Do: Works independently to solve common unambiguous global billing inquiries via telephone and ticketing system within established SLAs resolving issues utilizing multiple billing platforms, collaboration and resources. Develops proficiency with tools, reports and portals used by the billing operations team to handle a variety of customer billing inquiries. Learns how to analyze global contracts, invoices, and billing detail records to assist with internal and external customer inquiries confirming validity and accuracy of associated billing. Utilizes training material, documentation, and collaboration. Processes invoice disputes in accordance with documented processes and procedures while working directly with customers to correct issues, building and maintaining client relationships. Collaborates with team and/or manger when necessary. Escalates when appropriate. Able to generate solutions using critical thinking; however, solutions are limited in scope. Creates relationships with key billing partners such as Customer Success, Sales, Finance, and other internal stakeholders to obtain desired results. Regularly attending product meetings to obtain knowledge on new products and existing products. Learning product features and how they flow through the billing system at a high level. Supports monthly revenue close cycle within established deadlines. Demonstrates accountability and ownership for the quality and timeliness of work. Manages own time and follows instruction well. Utilizes available documentation to resolve issues, using help from leadership as a final tool. Serves our customers by communicating timely, accurately, empathetically and respectfully, always displaying the Bandwidth brand. Builds credibility by making commitments and following through while building rapport. Communicates with other team members when solving issues while updating leaders/asking for help from more senior team members when needed. Interfaces with Bandwidth leadership effectively communicating status, defining critical issues & impacts, designing mitigation plans, and articulating/driving required decisions. Understands when and how to escalate to management to identify optimal solution for customers; may collaborate with team or manager for guidance. What You Need: Bachelor's Degree Experience: 1 to 2 year experience in customer service. 1 year of billing experience a plus! Strong verbal and written communication skills Ability to work within parameters of the outlined working conditions listed above. Ability to communicate complex and/or technical information clearly and concisely to all levels within the organization using tact, common courtesy, persuasion and discretion Intermediate - Advanced Excel skills Critical thinking, analytical, problem solving, and organizational skills Ability to focus, complete tasks accurately and thrive in a fast-paced environment Ability to think creatively, improve processes, evaluate and resolve problems effectively. Bonus Points: 1-2 years analytical experience. Salesforce, Netsuite or Zendesk experience. Experience in billing Knowledge: Microsoft Office, SQL/Snowflake database The Whole Person Promise: At Bandwidth, we're pretty proud of our corporate culture, which is rooted in our "Whole Person Promise." We promise all employees that they can have meaningful work AND a full life, and we provide a work environment geared toward enriching your body, mind, and spirit. How do we do that? Well…
100% company-paid Medical, Vision, & Dental coverage for you and your family with low deductibles and low out-of-pocket expenses. All new hires receive four weeks of PTO. PTO Embargo. When you take time off (of any kind!) you're embargoed from working. Bandmates and managers are not allowed to interrupt your PTO – not even with email. Additional PTO can be earned throughout the year through volunteer hours and Bandwidth challenges. "Mahalo moments" program grants additional time off for life's most important moments like graduations, buying a first home, getting married, wedding anniversaries (every five years), and the birth of a grandchild. 90-Minute Workout Lunches and unlimited meetings with our very own nutritionist. Are you excited about the position and its responsibilities, but not sure if you're 100% qualified? Do you feel you can work to help us crush the mission? If you answered 'yes' to both of these questions, we encourage you to apply! You won't want to miss the opportunity to be a part of the BAND.
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